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Concepts of Quality Management and their application in Tourism
Sysel, Jiří ; Indrová, Jarmila (advisor) ; Jakubíková, Dagmar (referee) ; Pražská, Lenka (referee) ; Konečná, Marie (referee)
This thesis deals with quality management concepts and their applications in the field of tourism services. The first part defines the basic concepts of quality issues and deals with the approach to its management development. It includes specifics of quality management in the Czech Republic and relationship of quality and competitiveness at the national and corporate levels. The next part is devoted to presentation of the main methods and concepts of quality management, from the simplest historic instruments over the methodologies of planning, optimization, evaluation, analysis and prevention of risks to the indication of the main international standards and models for complex their achievement and control. It is always commented on their suitability and possible links to tourism services, which are listed and defined in the thesis in the context of the main theoretical approaches to quality and its management in the field of services. The analytical part is devoted to analysis of approaches to quality in tourism and specifics of the national service quality systems in developed European countries (Spain, Switzerland and Germany). Their evaluation and comparison with the state of quality management in tourism in the Czech Republic is executed. Subsequently the merits of implementing a quality management system according to ISO 9001 in the hotel business is analyzed and evaluated. Data from the project TLT Benchmark of consulting company KPMG Czech Republic for the period 2009-2011 and data of selected tourism organizations are used. The final part of the paper presents a model solution to the National quality system of tourism services in the Czech Republic. This is based on comparisons and analyzes and presents its main components, namely the national quality standard, brand quality, and institutional security systems. The proposed model is the author's own solution based on theoretical knowledge and long experience in the field of tourism and quality management.
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Kulturní specifika managementu multinacionálních firem
Křečková Kroupová, Zuzana ; Pražská, Lenka (advisor) ; Zadražilová, Dana (referee) ; Lehmannová, Zuzana (referee) ; Dobeš, Richard (referee)
Nowadays the world is becoming increasingly economically connected, and cultural diversity of employees is gaining importance as a crucial competitive advantage. Cross-cultural communication ability is becoming a key management skill in multinational firms and is equally important for other employees who are exposed to other cultures in the workplace. This work mainly focuses on cultural specifics of management in multinational firms. The goal of this thesis is to discover how different national cultures influence management of people, particularly work relationships, management tools and organization structures. The author discovers this through cultural dimensions that she updates for the Czech Republic and Slovakia for her work using methodology of Fons Trompenaars. The author tests three hypotheses: about the development of preferences of cultural dimensions in time, differences in preferences of cultural dimensions of Czechs and Slovaks and differences in preferences of cultural dimensions based on people's gender, age and the number of years spent abroad. The work also presents mapping of changes of attitudes in specific work and personal situations of Czechs and Slovaks over a period of time. The work additionally analyzes the influence of economic factors on work attitudes and preferences of cultural dimensions and identifies areas of potential conflicts between the cultures of Czechs and Slovaks in the workplace. It also compares results with other researches about cultural dimensions and cultural standards. The work concludes by presenting culturally specific recommendations for management of Czechs and Slovaks.
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Competitiveness of Human Capital. Influence of Human Capital Investments On the Firm's Competitiveness
Čechová, Zuzana ; Zadražilová, Dana (advisor) ; Pražská, Lenka (referee) ; Filipová, Alena (referee) ; Mannová, Martina (referee)
The role of human capital in the overall economic development towards knowledge economy and innovations is fundamental. Without human resources, which make up the essence of human capital, we would have no innovative products or services, no new strategies and processes. The development and continuous increase of human capital is one of the prerequisites of an economic growth. The aim of this research was to test the effects of human capital investments on the economic results of enterprises. The research was based on an extensive questionnaire survey, which was further completed with expert interviews. The interviewees were HR professionals from selected companies. The main hypothesis was formed as an assumption about a positive dependence between human capital investments and economic successfulness of companies represented with value added per employee. The hypothesis was verified at a high significance level. Further this work tries to find answers to several key questions related to the main hypothesis: What are the key competences of a competitive human capital in the Czech companies? How can companies efficiently invest into the human capital in order to increase the company's competitiveness? What is the role of companies as the initiators of human capital development? How did the economic crisis change the companies' attitude towards human capital investments? The work further proposes how to diminish the main inefficiencies of companies' investments in human capital. Great attention is also paid to the comparison of various sources that measure and compare the volume of human capital in the Czech Republic.
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